The Amtac Support Officer is the first point of contact for customers and internal users seeking assistance with Amtac's Software as a Service (SaaS) applications, including WasteID (Trade Waste), BackFlowID (Backflow Prevention), KeysID (Car Dealership Key Management), etc.. The role provides responsive, courteous telephone and email support, accurately logs and manages support tickets, maintains customer and interaction records in the CRM, and provides general administrative support to the broader team. The role requires a customer-focused individual with very strong communication skills, patience in dealing with infrequent users, attention to detail, and the ability to manage a high volume of enquiries across multiple channels.

It should be noted that the previous Support Officer has recently retired from full-time employment, but is continuing to work part-time and is, along with other staff, available to train and support the new Support Officer.

Key Responsibilities

Telephone and Email Support

- Answer inbound telephone calls promptly and professionally, providing accurate information and assistance to users of supported Saas applications.
- Respond to email enquiries within agreed service levels, providing clear and accurate written communication.
- Triage enquiries to determine urgency and the appropriate resolution path, escalating complex or technical issues as required.
- Provide a positive customer experience by listening actively, showing empathy, and following through on commitments made to callers.

Ticket Management

- Accurately log all contacts as tickets in the helpdesk/ticketing system, capturing sufficient detail to support efficient resolution.
- Categorise, prioritise, and assign tickets in line with established support processes and service level agreements (SLAs).
- Monitor open tickets through to resolution, following up with customers and internal teams as needed.
- Update tickets with clear notes and outcomes, ensuring an accurate record of all actions taken.

CRM Maintenance

- Create, update, and maintain accurate customer and contact records within the CRM system.
- Ensure customer interactions, notes, and case histories are recorded consistently and in a timely manner.
- Identify and report data quality issues within the CRM,



and assist with data clean-up activities as required.
- Generate basic reports from the CRM/ticketing system to support team reporting requirements.

General Administrative Support

- Provide general administrative assistance to the wider Amtac team, including purchase order processing and dispatch, reviewing and compiling data, document preparation, and correspondence.
- Assist with the preparation of routine reports, meeting notes, and knowledge base articles.
- Support the scheduling and coordination of team activities, including on boarding of new customers where required.
- Undertake other duties as reasonably requested that are consistent with the role and level.

Selection Criteria

- High-level English language proficiency, including the demonstrated ability to communicate fluently, accurately, and confidently in both spoken and written English, and the capacity to convey complex information clearly to a diverse range of audiences and stakeholders.
- Demonstrated experience in a customer service, call centre, or help/service desk environment.
- Ability to manage competing priorities and remain calm and skilled under pressure.
- Excellent verbal and written communication skills, with a clear and professional phone manner.
- Proven ability to accurately enter and maintain data, with strong attention to detail.
- Strong problem-solving skills and a proactive approach to resolving customer issues.
- Sound computer literacy, including the Microsoft Office suite and web-based applications.
- Experience using ticketing/helpdesk systems and/or CRM platforms (e.g. Zoho).
- Experience providing support for Saas or cloud-based software applications.
- Certificate Ill or IV in Business Administration, Customer Service, or Information Technology.
- Familiarity with ITIL principles or prior experience in an IT service desk environment.




- Experience working to and reporting against service level agreements (SLAs).

Personal Attributes

- Patient, empathetic, and customer-focused.
- Reliable and well organised, with sound time-management skills.
- A collaborative team player willing to support colleagues during busy periods.
- Committed to continuous improvement and learning new systems and processes.

Other Requirements

- Existing unrestricted work rights for employment in Australia
- Ability to work primarily from the Greenbank Office in South-East Queensland.
- Willingness to undertake a National Police Check.

About Amtac

Established in 1993, Amtac develops, hosts, maintains, and supports specialised web applications built around our QR2id Service.QR2id Codes are used in a wide range of applications, including tracking waste, compliance monitoring by water utilities, managing the issue and calibration of instruments, tracking the recovery and recycling of electrical assets, key management in car dealerships, and much more.

Based in Greenbank, south of Brisbane, we have team members in Queensland, NSW, Victoria, West Australia, and New Zealand.Our applications are offered on a SaaS basis to an established and growing client base across Australia and New Zealand.We are in a significant growth phase, expanding our established QR2id applications while rolling out new applications in parallel market segments.

What Amtac Offers you

As a small, family-owned business, all Amtacians are essential to our genuinely people-based company.

We have an extremely low staff turnover, which can be attributed to a combination of exciting projects that are professionally rewarding, coupled with a culture of caring, where everyone's contribution is truly valued and the welfare of every individual matters.

While for operational reasons this position needs to be nominally based at Amtac's Greenbank office, we are pleased to be able to offer some flexibility with working arrangements for this role.There may also opportunities to get involved in other aspects of the business.

Salary & Conditions

This is a full-time position, subject to an agreed probationary period. An attractive salary and beneficial conditions are offered, subject to experience, qualifications and arrangements.

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📌 Support Officer (Logan City)
🏢 Amtac Professional Services
📍 Logan City